Sr. Deskside Technician

Stefanini North America and APAC; New York (NY); On-site; USD 50,000 - 90,000; Full time

Job summary

An ambitious company is seeking a proactive IT support professional to join their team. This role involves providing exceptional customer service and hands-on technical support in a fast-paced environment. You will be responsible for managing support tickets, mentoring team members, and ensuring the successful delivery of IT services. If you are passionate about technology and eager to contribute to a dynamic team, this is an exciting opportunity to grow your career in a leading IT service provider. Join a company that values innovation and collaboration, and make a difference in the world of IT support.

Benefits

80 hours of cumulative PTO

8 floating holidays

401k with partial company match

Tuition reimbursement

Upward mobility and career growth

Qualifications

• 5+ years of relevant IT support experience in a corporate environment.
• Expertise in Windows, Citrix, and SCCM for technical operations.

Responsibilities

• Provide high-level customer service and hands-on IT support.
• Manage and resolve support tickets in a timely manner.
• Mentor team members and assist in service improvement plans.

Skills

Windows Support

Citrix Support

Customer Service Skills

Technical Troubleshooting

SCCM

Active Directory

Networking Troubleshooting

Remote Support

Mac OS Support

Microsoft Office

Education

High School Diploma

Tools

Microsoft SCCM

Service Now

Remote Management Tools

Two-factor Authentication (OKTA)

Microsoft Teams

Job description

Details:
Job Description

Communicate professionally with client, team, and management. The individual must possess expert-level technical knowledge of a specific field of technical operations and be able to provide ideas, feedback, and support to the team. This role is in person and required to be onsite.

Working in a fast-paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands-on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry and play a key role in ensuring the successful delivery of a premium IT support service.

The successful candidate will have to hit the ground running and should have Windows / Citrix support experience and ideally SCCM as well. The IT Manager is looking for a seasoned candidate who can help mentor others in the team.

This will be a diverse and challenging position. The overall goal is to ensure that all support tickets are dealt with in a timely and professional manner. You will need to be proactive in your approach requiring you to deal with support queries over the phone, via email, and face to face, as well as acting as a point of escalation with 3rd party resolver groups for problems that you can't resolve.

We are looking for an extremely proactive person with a keen interest in technology, who can make suggestions for improvements and offer an opinion on new products. In addition, we are looking for a person with exceptional customer service skills, along with the ability to build effective working relationships with both team members and business users, and a flexible and committed approach to work.

Understand and record requirements: to satisfy requests for service by identifying the nature of the request, recording detailed requirements.

• Deliver service excellence: By using various tools, consistently apply solutions to meet and/or exceed service levels for infrastructure problems and/or requests. Usually by providing an answer personally but where appropriate by identifying and passing the request on to the appropriate support provider specialist.
• Escalate major issues (P1/P2): to identify major service issues where these would have a broader impact and take immediate steps to bring these to the attention of those affected and those who can resolve them.
• Communicate: With use of knowledge and troubleshooting, communicate about any potential issues found and suggest solutions.
• Ownership: End-to-end ownership, providing pro-active status updates of issues and cases with users, internals and with vendors.
• Update systems: to maintain databases/knowledgebase or systems with information following the resolution of incidents and requests.
• Follow all Safety requirements and complete the client specific safety training.
• Monitor/Work in Ticket Queue while meeting SLA.
• Shipping and receiving of equipment.
• Break Fix Orders (Non-Warranty and Warranty).
• Check out loaner laptops using site-specific processes if applicable.
• Conference Room Support, AV Support/Zoom/Teams Support.
• Mobile Device deployment and support.
• Parts Closet maintenance & audits.
• Printer break/fix and set up configuration.
• Network drops and set up.
• Adherence to and continuous update of deployment documentation and checklist.
• Participate in meetings with client IT Site Coordinators and others as needed.
• Supporting IT equipment in large corporate environment.
• Provide Executive support to customer VIP's.
• Desktop/laptop tech support (Mac and PC).
• Ensuring end user devices (laptops / desktops / terminals / printers etc.) are patched against known vulnerabilities within agreed remediation SLAs.
• Support mobile devices, printers, scanners, wireless, VPN, etc.
• IMAC Support - IT equipment Install/Move/Add/Change.
• Inventory management of IT assets including asset auditing.
• Research and troubleshoot problems.
• Maintain system configurations.
• Maintain and update support documentation.
• Ability to research and follow appropriate Knowledge Base articles.
• Remote support as needed.
• Backup, restoration, and migration of user data.
• Printer and peripheral device support.
• Work on-call and provide other after-hours support based on customer needs.
• Provide support at other client locations as needed.
• Adhere to all Stefanini and client-specific processes and procedures relating to all aspects of daily work and employment.
• Monthly/Quarterly/Periodic stockroom auditing with discrepancies highlighted to SDM.
• Participate in quarterly 'all-team' meetings as required by SDM.
• Assist the TL in developing and implementing improvement plans for service failures (SLAs/KPIs).
• Assist TL with resource management for any projects arising from client, including status reporting and planning.
• Engagement with other Deskside/Field and Service Desk teams around your areas to develop partnerships and flexibility.

Job Requirements
Knowledge of the following tools and technologies:

• Microsoft SCCM (experience building laptops/desktops from SCCM image as well as experience deploying patches, updates, and fixes from SCCM to remote devices).
• Remote Management/endpoint management tools (i.e., SCCM/ InTune/ Autopilot preferred).
• Two-factor Authentication (i.e., OKTA).
• Active Directory: Users & computers administration.
• Active Directory: Understand the concepts of Policies, OUs, LDAP, LAPS.
• Bitlocker & TPM.
• Microsoft Teams - User administration, Room setup, User guidance.
• Networking (L1/L2 troubleshooting): Patching, Cable testing & toning, Wi-Fi.
• Understand the concepts of: VLANs, DHCP, VPN, DNS, PROXY, UNC Path.
• Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardware.
• Advanced Windows, O365, collaboration tools.
• Service Now experience a plus.

Competences Required In This Role:

• 5+ years relevant industry knowledge (IT deployments in an international environment).
• Able to always uphold a positive attitude, even under stressful conditions.
• Excellent verbal and written communication skills.
• Ability to communicate technical information to non-technical people.
• High level of professionalism and strong personal interaction skills.
• Ability to perform in-depth research and troubleshooting for complex technical issues.
• Ability to prioritize and complete all work tasks with minimal supervision.
• Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds.
• Ability and willingness to learn new technologies.
• Proven ability to handle challenging, rapid-response user support.
• Proven ability to balance, prioritize and organize multiple tasks.
• High school diploma (required).
• Attendance and schedule adherence are requirements of this position.
• Experience supporting remote facilities and users.
• Professional acumen.
• Valid driver's license.

Desired Certifications:

• CompTIA A+, Network +, Security +.
• Microsoft Certified Professional (MCP).
• ITIL Foundation.
• SCCM / Intune / Auto-pilot preferred.

Benefits:

• 80 hours of cumulative PTO.
• 8 floating holidays.
• 401k with partial company match.
• Tuition reimbursement.
• Upward mobility and career growth.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Engineering and Information Technology

Industries

IT Services and IT Consulting

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